Service Level Management Practice - Service Management Flashcards
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Service Level Management Practice
Purpose - The practice of setting clear business business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
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Requires the ability to assess and manage business needs by capturing and reporting on service performance.
The ability to monitor events is critical so that you can keep an eye on the levels of service being provided.
Perform reviews and use event-based surveys to ensure that services continue to meet the needs of customers based on agreed goals.
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Ensures that services are aligned with stakeholders needs.
Engage and listen to the requirements, issues, and concerns of stakeholders.
So you can gather information that metrics can be based on and support further discussion.
Asking stakeholders to provide numerical targets that meet their needs so that the service will be able to meet the business-based targets.
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Service Level Agreement: A document that details the services performance requirements in order to meet the needs/outcomes of the stakeholders. (objective and subjective)
Can be used as a tool to define and measure performance.
Use language and terms that all involved will understand.
Should include bundles of metrics to help focus on business outcomes and not just operational results.
The best metrics are those that are linked to defined outcomes and the experience of the customer of the service.
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Service Level Manager: Someone who manages the IT/Services relationship with stakeholders, suppliers, business managers, etc.
Involved anytime anyone changes anything that could have an effect on the service so that any risks can be assessed.
Suitable for someone with both IT and Business skills, and understands the ongoing requirements of customers.
